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You press confirm on a payment and the screen stays the same, with no new balance and no confirmation message, while your bank shows the money has left. The most common cause is that the payment is still travelling between your bank and the casino, so no credit has arrived yet.

A Deposit That Left the Bank but Is Not on the Balance

The player sees a pending or completed bank entry and a casino balance that has not moved.

• The payment is still in transit between the bank and the casino.
• The payment was sent to a different account than the one registered on the casino profile.
• The sending bank placed a hold or security review on the transfer.
• The payment reference was missing, so the casino could not match the money to a player.
• The deposit was made while the account was under a check and was held rather than credited.

1. Take a screenshot of the bank entry, including the reference and the time.
2. Open the transaction history in the casino account and note the same payment there.
3. Compare the account details on the profile with those used to send the money.
4. Check that the name on the sending account matches the name on the casino profile.
5. Wait for the bank to show the payment as completed rather than pending.
6. Refresh the balance with a full logout and a fresh login.
7. Try a small deposit from the same source and watch how quickly it credits.
8. Keep every receipt in one folder for the support conversation.
9. Write a short message that lists the amount, the time and the reference.
10. Send that message through the support channel inside the account.
11. Reply with the screenshot as soon as support asks for proof of payment.
12. Avoid sending a second deposit to replace the missing one until you get an answer.

Contact support when the bank entry is completed, the account details match, and the balance still shows nothing.

Payments Declined Because of Limits

The player sees an error that names a limit, or a payment that simply fails without a reason.

• The deposit or withdrawal sits above the ceiling set for a single transaction.
• The player has reached a daily, weekly or monthly total for deposits or withdrawals.
• The account tier has a lower ceiling than the player expected.
• The chosen payment route carries its own cap set by the provider.
• An unfinished identity check caps how much can move through the account.

1. Write down the exact amount you tried to send and the error text.
2. Split the payment into smaller parts that fall under the single-transaction ceiling.
3. Spread deposits across days if the daily total is the blocker.
4. Try a different payment route that may carry a different cap.
5. Check whether a withdrawal ceiling is lower than the deposit ceiling.
6. Withdraw in parts if the full balance cannot leave in one request.
7. Complete any outstanding profile fields that feed into an account tier.
8. Finish the identity check, since it often lifts payment caps.
9. Note the time and amount of every failed attempt for support.
10. Pause and start again after the next reset of the relevant period.
11. Keep a little of the balance untouched so a test withdrawal can be made.
12. Use the same payment route for deposits and withdrawals where possible.
13. Ask support which cap applies to your account when two errors seem to conflict.

Contact support when smaller payments still fail or when the error names a limit you cannot see on the profile.

Welcome Bonus or Free Spins Not Credited

The player sees no bonus balance and no spin counter after signing up or making the first deposit.

• The bonus code was not entered or was typed with a mistake.
• The first deposit was made before the bonus was selected in the cashier.
• The payment route does not qualify for the offer.
• The account already used a welcome offer on an earlier registration.
• The spins sit in a separate section of the account rather than on the slot itself.

1. Sign in to boocasino and open the bonus section of the account.
2. Check whether the offer appears there as active, pending or expired.
3. Confirm that the code was typed exactly, without spaces.
4. Make sure the deposit that triggers the offer was the very first one.
5. Look at the spin counter in the bonus area before opening any slot.
6. Select the eligible game from the bonus list rather than from the general lobby.
7. Check that no other active bonus is blocking the welcome offer.
8. Note the date and amount of the qualifying deposit.
9. Take a screenshot of the bonus section as it looks now.
10. Message support with the code, the deposit details and the screenshot.
11. Do not spend the deposited funds before support replies, as the offer may depend on that balance.
12. Keep the spins unopened until the credit appears or support confirms the fix.

Contact support when the code was correct, the first deposit qualified, and the bonus area still shows nothing.

Identity Verification Stuck or Documents Rejected

The player sees an account marked as under review, or a message saying a document was not accepted.

• A photo is blurred, cropped or full of glare.
• A corner of the document falls outside the frame.
• The document has expired or shows an old address.
• The name on the document does not match the profile spelling.
• A selfie was taken with a filter or in poor light.

1. Open the verification area and note which document was rejected.
2. Retake the photo in daylight with the whole document in the frame.
3. Flatten the document so no fold hides a line of text.
4. Check that every edge and corner is visible and sharp.
5. Confirm the document is current and not expired.
6. Match the spelling of your name on the profile to the document exactly.
7. Retake any selfie without a filter, hat or shadow across the face.
8. Upload each document once, then wait before sending it again.
9. Keep the same file type and size the upload form accepts.
10. Note the time of the upload and the message you received.
11. Contact support with the note and ask which detail failed the check.
12. Re-upload only the named document, not the whole set.

Contact support when a clear, current document of the correct type is rejected more than once.

Save the reference of every payment and a clear photo of each document before you start, because most of these problems come from a missing reference or a blurred upload, and a tidy record lets support fix them in one exchange.